國(guó)際酒店前廳操作手冊(cè)-SOP Rec 13 Provide Product and Guest Information

1、Standard Operation Procedures / Front Desk 前廳部標(biāo)準(zhǔn)操作程序/前臺(tái)前廳部Front Office前臺(tái)服務(wù)程序LOCAL STANDARD OPERATING PROCEDURES國(guó)際酒店管理資料手冊(cè)International Hotel Management Information Manual前臺(tái)是展示酒店的形象、服務(wù)的起點(diǎn)。對(duì)于賓客來說，酒店大堂前臺(tái)是接觸我們酒店的第一步，是對(duì)酒店的第一印象，是非常重要的。 制定前廳部標(biāo)準(zhǔn)運(yùn)作程序手冊(cè)的目的制訂本手冊(cè)是為了說明酒店管理前廳部標(biāo)準(zhǔn)運(yùn)作的政策和程序，確保前廳部運(yùn)營(yíng)及管理工作的一貫性。向前廳部工作人員提

2、供日常工作及培訓(xùn)的指導(dǎo)。使前廳部員工了解前廳的作用，了解前廳運(yùn)作及管理的政策和程序。DEPARTMENT部門: Front Office前廳部JOB TITLE職務(wù): Receptionist前臺(tái)接待TASK NO任務(wù)編號(hào): 13TASK任務(wù): Provide Product and Guest InformationEQUIPMENT REQUIRED: Fidelio Work stationWHAT TO DO要做什么HOW TO DO如何去做WHY為什么Product knowledgeFollow upGuest informationAny extra information-Kn

3、ow the number of outlets. Be aware of the operational hours. Be aware of all other facilities that are available.-Knowledge of types of rooms and their rates.-Never assume, be sure (Do not say “Maybe”, “I think”)By saying,“Business center is on the 2nd floor.”“Safe is available in your room.”If you

4、do not know something,By saying,“Mr./Mrs. XX, I will check it and get back to you within 5 minutes.”Check with concierge or other department colleagues,Or check other ways to get information e.g. City information telephone center, map, and tour guide menu.Obtain all information from guest registrati

5、on and key into the computer. E.g.:-Business source-Rate-Special requests-Home address-Business address-Visa-Passport number-Date of birth etc.Any information offered by the guest or by a staff from other department can be valuable.Fully use the information from “The guest preference PadTo sell the

6、hotel and ready to serve guest to show care about hotel benefit and sincerity to guest.Be knowledgeable.Provide accurate information to provide precise service.Use teamwork of Sofitel Boao spirit to serve guest.Do more and show careBe sincere.To have completely details for guest history.To obtain statistic dateTo anticipate and meet the guest need.PREPARED BY: APPROVED BY: DESIGNATIONFront Office ManagerSIGNATURE/DA